Expert Support III

Job Description

Role - Expert Support III

Exp- 12 + years

Mandatory Domain Exp.- Cards and Payments

Mandatory - Cards Issuing / Acquiring / Switching

Location - Pune

Work model - 5 days’ work from office

Client - Fintech

JOB OBJECTIVES

Ensure the resolution of Level 3 incidents escalated by the regional support engineers

Analyze Level 3 escalations and recommend appropriate actions.

Implement necessary fixes / developments to resolve these incidents.

Perform unit tests and document the changes made.

Generalize solutions and fixes across all clients.

Document the analysis and solutions for major incidents.

Conduct on-site interventions for major client incidents.

Implement a proactive approach to ensure the resolution of common and recurring incidents

Assess service requests and provide recommendations to reduce ticket generation.

Document scripts for recurring incidents.

Participate in the development and upgrade lifecycle of the PowerCard suite

Provide field expertise to product teams during the development and testing cycle.

Ensure prompt handling of incidents related to new products and features.

Provide business expertise and train support teams.

Organize periodic workshops with product directors and provide recommendations to reduce incidents.

Design and maintain a knowledge management base for support

Lead the design and organization of a support knowledge management base.

Document scripts for resolving major and recurring incidents.

Train teams on how to use the knowledge base.

REQUIRED SKILLS

Primary

PLSQL

Payments / Cards domain experience

Secondary

UNIX

Testing techniques

Nice to have

C Programming

Back-office and online network certification (Visa, Mastercard, Diners, CUP, etc.)

Acquiring

Issuing

Switch